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San Mateo, CaliforniaThink CX

Take customer success to the next level through CX with Medallia and West Monroe Partners in San Mateo

Please join Medallia and West Monroe Partners from 2:00 – 6:00pm with your peers from top B2B tech firms across the Bay Area to explore the power of bridging customer success and customer experience in B2B tech, followed by wine tasting at Medallia’s new headquarters in San Mateo.

Many B2B technology firms have customer success teams focused on financial KPIs at the account level. But those teams are often stalled by persistent pain in customer journeys, absence of a north star customer vision, and weak processes, data insights and core capabilities needed to deliver exceptional experiences at scale.

To truly capture the fruits of customer success in a sustained way, your company must also aim to be a customer experience leader. But how? Experts from Medallia and West Monroe, and local B2B tech company practitioners will dive into these topics:

The power of aligning and guiding customer success with a north star vision of the company’s exceptional customer experience

How best practice in customer experience and customer success come together to drive an interrelated set of KPIs that drive business performance

Lessons learned from top B2B tech firms that are bringing CX and CS together to reach break-away performance

How to leverage customer sentiment and insights tools to raise KPI performance in customer success and the broader economic benefits of CX leadership.

…And don’t forget the post-discussion wine tasting!

Location & Agenda:

Medallia Inc.,
450 Concar Drive,
San Mateo

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Thank you for registering to attend Medallia Think CX event on September 12, 2018!

Agenda, September 12

Dale Weideman

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Dale is a B2B practice leader for Medallia. He advises on program design, program rollout and adoption best practices and championing product and service enhancements to meet key segment needs. Some key areas of interest & focus include: leveraging CX programs to drive sales success; driving cross-functional action workshops; customer effort; and driving financial impact from CX programs. Some of the companies that Dale has worked extensively with include HP, JLL, Shell, Thermo Fisher Scientific, Verizon Enterprise Services, Philips Healthcare, CA Technologies, Level 3 Communications, Zurich Financial, AIG, and eBay Enterprise. Dale has hosted sessions at Medallia's Experience OCEM Conference on financial linkage, driving field adoption, and CRM integration. Dale has over 14 years CX industry experience, including more than the last 6 years at Medallia. Prior to joining Medallia, Dale worked at Satmetrix and at CustomerSat.

Paul Hagen

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Paul Hagen is a senior principal with West Monroe Partners in San Francisco where he heads the firm’s customer experience and innovation strategy. He is an experienced strategy, customer experience, and marketing professional with over 20 years of market research, human-centered design, technology and digital strategy, facilitation and project management experience and a track record for creating solutions that enable business goals through innovative technology and systems. Dan was formerly a Principal Analyst focused on Customer Experience with Forrester, where he led ground breaking research, best practice development and worked with Forrester clients on CX strategy, role of the Chief Customer Officer, CX maturity and experience design.

Dan Brousseau

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Daniel Brousseau is a Director in West Monroe Partners’ San Francisco office, leading the Customer Experience Strategy practice. He has over 25 years of consulting experience across strategy, innovation and customer experience. He has also held senior leadership roles with firms in high technology and consumer packaged goods. Paul was formerly WW VP and Consulting Director, Customer Experience with Forrester. Dan launched and led Forrester’s consulting in customer experience, working with Fortune 1000 clients worldwide to apply best practices, tools and methods to raise CX and business performance, stand-up best in class CX operations and define and execute CX transformation programs.

YES, I agree to receive, via email, information about Medallia solutions and success stories that show how industry-leading companies improve the customer experience and increase revenue. Read our Privacy Policy in the footer below.